The terms of Santa's visit

What you're buying

A short personalised film of Santa visiting your home, made from photos you take, with your children's first names. You can add brothers and sisters and a posted keepsake. Prices are shown before you pay and include everything. The price goes up on 1 December; whatever you pay when you book is the price, whenever you send the rest of your photos.

Booking before your tree is up

You can book with just a photo of the way Santa comes in, and add the rest (your tree, Santa's treat and his wrapping paper) whenever your decorations go up, until the end of 21 December (UK time). We'll remind you by email. Santa needs all of them to make the film, so if they haven't reached us by then, the visit can't go ahead and isn't refunded.

The film is made with AI

Each scene is made by AI from your own photos, then checked by a real person. AI can make mistakes, and the film won't match your home exactly. Small differences are a normal part of how the film is made and aren't a fault. For example:

• small details, patterns, pictures or objects in a room may change, move or disappear;
• colours and light may differ from your photos, especially at night;
• Santa's face, suit and size may look a little different from scene to scene;
• doors, decorations and presents may not move exactly as they would in real life.

You see a free preview before you pay, and you check every scene before the film is made. You can ask for any scene to be done again at that point.

When we will put it right

We'll make a scene or the film again, free, if something has really gone wrong, such as:

• a child's name is misspelt or missing, or Santa says the wrong name;
• Santa is badly broken in a scene: missing limbs, a melted face, or two Santas;
• the film won't play, or doesn't arrive within five days of you sending Santa your last photos, or before Christmas Eve. We aim for two to five days, and always before Christmas.

If we can't put it right, we'll refund you in full. We don't refund for the small differences described above, or for scenes you approved when you checked them. None of this affects your legal rights.

Cancelling

The film is made to order for your family, and Santa starts on it as soon as you pay. When you pay you agree to that, and that you can't cancel once it has started. The posted keepsake is personalised too, so it can't be returned unless it arrives damaged or wrong.

Gifts

If you buy a visit as a gift, these terms apply to you as the buyer. The parent takes the photos and checks the scenes. We send them reminders, and you too if the invite sits unused. If their photos haven't reached us by the end of 21 December, the visit can't go ahead and isn't refunded, the same as any other booking.

Your photos

Your photos are deleted after 14 days and never used to train AI. We only use them to make your film. Only ever give a child's first name: never a surname or address. Only send photos of a home you have permission to photograph.

Using the film

The film is for your family to keep and share with friends and relatives. Please don't sell it or use it to advertise anything.

Your information

How we use your details and photos is set out in our privacy policy.

Getting in touch

Email elves@sleighmail.co.uk, or reply to any email from the North Pole Post Office, and a real person will answer.